PENGARUH KEGAGALAN JASA DAN PERSEPSI RISIKO TERHADAP PERILAKU KELUHAN PELANGGAN JASA DI INDONESIA (Survey secara On Line)

The purpose of the study is to analyze the influence of service failure and perceived risk towards customer complaint behaviour. The variables identified in the survey were service failure, perceived risk, and complaint behaviour. The samples are service customers in Indonesia who sent their complaint to online media. Data collected by questionnaire that sent via email to responden. The research instrument Structural Equation Modelling was employed to establish the model’s fit. The result shows that complaint behaviour is significantly influenced by perceived risk; perceived risk is influenced by service failure; however, complaint behaviour is not significantly influenced by service failure